Purpose The purpose of this paper is to explore influencing factors that affect the effectiveness of service recovery strategies using social network from operations management perspective. Specifically, the authors study the relationships between social media agent responses to customer...

Purpose – The success of e-retailers is intrinsically linked to the effectiveness of their logistics processes which, inevitably, involve third party service providers. As the most tangible representative of the e-retailers it is inevitable that customers expect the e-retailer to resolve...

Purpose – The purpose of the paper is to investigate if, and to what degree, social media are used for the recruitment of global supply chain managers. Design/methodology/approach – This is a conceptual paper that discusses how organizations should engage with social media platforms for...

Purpose Medical tourism is growing rapidly in the recent years in various Asian countries. The success of the hospitals engaged in medical tourism largely depends on their abilities in maintaining the repeating customers and to attract new customers. Hence, the purpose of this study is to...

Purpose – The purpose of this paper is to assess the state of the art in social media and pharmaceutical marketing through empirical analysis of online consumer conversations. Proliferation of social media has significantly changed traditional one-way, marketing-controlled communications....

Purpose This paper aims to explore the forces at work that negatively influence the self-image perceptions of young women, causing them to strive for an “ultra-thin” ideal. Design/methodology/approach Focus groups explore why and how perceived self-image influences young women’s body and...

Purpose – The purpose of this paper is to analyse how social media (SM) influence performance measurement systems (PMS), examining changes in measurement methods, performance indicators and their application. Design/methodology/approach – The framework of the research was constructed to...

Purpose The diffusion of social media among public administrations has significantly grown in the last years. This phenomenon has created a field of research that seeks to understand the adoption and impact of social media in the public sector. The purpose of this paper is to identify the...

Purpose – The purpose of this paper is to develop and validate a model of adoption of social media to assist project managers in the treatment of lessons learned (LL). Target, a collaborative model to foster learning in projects, approaches the problem of LL management from nearly a new light...

Purpose This paper aims to examine the potential liability of companies and their board members arising from the use of digital technology and social media as communication and engagement tools with investors and shareholders. Design/methodology/approach The research relies on a qualitative...